Please click on the links below to download the presentations from today’s speakers.

Please note that the presentations will be available for 30 days after the conference and will be deleted after that.

Time

Description

9.00

How to deal with challenging, vexatious or frequent complainers – when complaints become unreasonable
Speaker: Nick Nurden, Business Manager, The Ridge Medical Practice

9.40

Effective Complaints Handling in Healthcare
Speaker: Dr. Jack Nagle, CEO, Alpha Healthcare

10.20

National Patient Experience Programme in Acute Hospital Services Ireland. –a Partnership between, the HSE, HIQA and DOH
Speaker: June Boulger, National Lead for Patient and Public Partnership, Acute Hospitals Division, HSE

11.30

The Regulators View on Complaints Management
Speaker: William Kennedy, Director of Regulation & Legal Advisor Professional Standards, Medical Council

12.00

Real life complaint damage and how it affects patient/family and the process they go through
Speaker: Cathriona Molloy, Independent Patient Advocate

12.30

Communication – improving communications in the healthcare setting to avoid complaints
Speaker: Caroline Kerby, Director of Strategic Development, Harness Care and National Executive Committee, NHS Alliance

2.00

Verbal complaints
Speaker: Richard Walter, Complaints Specialist, NHS Complaints Personnel Association Scotland (NCPAS)

2.40

Case studies – how to deal with practical examples from the different care setting i.e. acute, mental health, disability etc.
Speaker: Dr Nick Flynn, Minor Surgery Clinic, Hollyhill Medical Centre

3.20

Identifying legal exposure in multidisciplinary teams
Speaker: Sarah Reid, Barrister-at-Law, The Law Library